Carvana
Is This Your Business?2.2
3.8
Overall Score
Author: Kaitlyn Short
LAST UPDATED: April 8th, 2022
Carvana is an Arizona-based online-only car sales company with an inventory of 17,700 certified pre-owned cars.
Users browse, shop, and even finance and purchase their car online, without visiting a car dealership. Payment is accepted via checking or savings account ACHs or cashier’s checks. Although this is an online purchase, you can’t pay with a credit card. You also have the option of buying a car with Carvana or third-party financing.
Prices are often below Kelley Blue Book value, and the company offers a hassle-free purchase process with haggle-free price for each vehicle. There are no hidden fees. Each car is shown with an “out-the-door price” transparently displayed for each vehicle listing. This price includes the following:
- Sticker price
- Local taxes, title, registration (from your zip code)
- Any extras, such as extended warranty, gap coverage, and delivery fee
Carvana service areas:
- Alabama — Birmingham
- Arizona —Tolleson, Tucson
- California — Bakersfield, Fresno, Los Angeles, San Diego, San Francisco, San Jose,
- Sacramento
- Colorado — Denver
- Connecticut — Hartford
- Florida — Jacksonville, Miami, Naples, Orlando, Tampa
- Georgia — Atlanta, Augusta, Columbus, Macon, Savannah
- Illinois — Chicago
- Indiana — Fort Wayne, Indianapolis
- Kansas — Kansas City
- Kentucky — Louisville
- Maryland — Baltimore
- Massachusetts — Boston-Danvers, Boston-Norfolk
- Michigan — Detroit, Grand Rapids, Lansing, Flint
- Missouri — St. Louis
- New Jersey — Delanco, Newark
- New Mexico — Albuquerque
- New York — Albany, Binghamton, Buffalo, New York, Rochester, Syracuse
- Nevada — Las Vegas
- North Carolina — Charlotte, Greensboro, Raleigh
- Ohio — Akron, Canton, Cincinnati, Cleveland, Columbus, Toledo, Youngstown
- Oklahoma — Oklahoma City
- Pennsylvania — Allentown, Harrisburg, Lancaster, Pittsburgh, Scranton-Moosic, York-Hanover
- South Carolina — Charleston, Columbia, Greenville, Myrtle Beach-Conway
- Tennessee — Chattanooga, Knoxville, Memphis, Nashville
- Texas — Austin, Beaumont, Blue Mound, Corpus Christi, Dallas, Houston, San Antonio
- Virginia — Richmond, Virginia Beach
- Washington D.C.
- Wisconsin —Madison, Milwaukee
Customers have a couple options to complete their Carvana Experience:
- Pick it up at a local Carvana Vending Machine location (listed below).
- Fly and drive it back. If you live outside of the extended service area, you can fly, with a one-way ticket to a Vending Machine location. Carvana will arrange to white glove ship your car to the Vending Machine you choose. Then, you pick it up and drive it home. The company will even reimburse you up to $200 for your flight expenses.
- Meet within the local radius. They can help find a local mutual meeting spot. Reduce your delivery fee allow you to pick a specific day and time. No waiting around for direct delivery.
- Direct Delivery Process. If you live outside the local area, a third-party delivery company will bring it to you, for a non-refundable $399 fee. It takes an estimated 5-15 business days. If you do opt for direct delivery, you will get a Registration Box with paperwork and temporary license plate via FedEx before your car arrives. To help you get your car registered before the temporary plates expire, the package even comes with a return label. Users should know that shipping is on an uncovered trailer. So, though your new car may leave Carvana in perfect condition with a fresh wash and wax, it might arrive a little dirty. A $50 gift card in your registration box to buy the first car wash or tank of gas.
When you make a purchase on Carvana, buyers still take a 15-20 minute test drive upon either delivery or pickup.
To emphasize the easy, introvert-friendly, pressure-free experience, each pickup location is referred to as a car vending machine rather than a dealership. Carvana Vending Machine locations include the following:
- Atlanta
- Austin
- Birmingham
- Charlotte
- Frisco
- Gaithersburg
- Houston
- Indianapolis
- Jacksonville
- Nashville
- Orlando
- Philadelphia
- Raleigh
- San Antonio
- Tampa
- Tempe
- Warrensville Heights
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The Good
- 100 Percent Online Buying Experience
- High-Quality Inventory
- Return and Warranty Policies
- Sell or Trade-In Your Car
- Carvana Financing
100 Percent Online Buying Experience
With Carvana, a new car can be fully purchased online at your own pace through the site. The site offers an online showroom-type experience with a unique HD 360-degree photo experience for every vehicle — with interior and exterior images of the actual vehicle listed.
While shopping, each car profile includes a free CarFax vehicle history report. You can also compare it to other models in your area. With an account, you can save favorite vehicles or a search that you commonly run. This online-only experience will be a plus for anyone who wishes to avoid a high-pressure sales experience.
High Quality Inventory
Carvana is very selective about the cars they choose to sell. Less than 10 percent of cars appraised are selected for the site.
All of the site’s inventory are Certified Pre-Owned vehicles and are put through a 150 point mechanical inspection. Additionally, vehicles that have been in a reported accident or have had structural or frame damage are never accepted.
The inspection process includes an oil change and a new coat of paint, wax, and seal. The company even suggests that you take your car to a certified mechanic to check it out during your test own period if you want.
Return and Warranty Policies
7 Day Return Policy
Although you aren’t truly purchasing a car sight unseen because of the online 3D showroom experience, you can still get peace of mind from Carvana’s return policy. Whether you pick up your car at a Carvana Vending Machine or you have it delivered, everyone gets a seven-day probationary period, which they call a Test Own. If you aren’t satisfied for any reason, you can cancel the purchase. Just contact customer support before 5 PM EST on the seventh day from your pickup or delivery.
Carvana will contact you on the sixth day to check on your satisfaction. If you’re not happy, they will pick it up and issue a refund.
There are a couple of things that customers should know about this policy:
- 400-mile rule. Your test period comes with 400 free miles. If you go over that, you can still return the car, but there is a $1/mile fee.
- Non-refundable Delivery Charge. If you had direct delivery because you live outside the local market, the $399 delivery fee is the only thing that won’t be refunded.
- You can return or exchange the vehicle. You can even do up to two exchanges with week-long test drives. If you receive a third, then you forgo the chance to exchange it.
- If the car has any modifications or damage, it can’t be returned.
100 Day Limited Warranty
Each purchase comes with a 100 day/4,189 mile Worry Free Guarantee through SilverRock, which covers basic and powertrain components. Carvana found that most people drive 41.89 miles on average in a given day, so the warranty is meant to actually last the average driver the full 100 days.
You can also opt for an added Extended Carvana Care warranty for an additional fee, if it’s offered on your vehicle.
Both warranties include roadside assistance and customers can contact customer service to add the extended warranty during your seven-day test own.
Sell or Trade-In Your Car
If you live in a local area or can meet in one, you can trade-in or sell your car to Carvana. You can fill out a quick appraisal online to get a no-haggle offer.
The company even hangs on to your trade in for the 7-day guarantee period, in case your new car doesn’t work out. However, if you did drive over 400 miles, you will have to pay the mileage fee before getting your trade-in back.
No trade-ins if you live outside the local area and get direct delivery.
Trade-ins don’t have to be up to Carvana’s rigorous quality standards. They just have to be able to safely do a test drive during the appraisal appointment, have a working odometer, and be newer than 1992.
Carvana Financing
Carvana offers its own car loan financing, serviced by Bridgecrest. Users can set financing terms with interactive dials and upload a few documents to complete their financing offer. You can even sign online.
Minimum requirements for financing:
- At least 18
- Make at least $10,000 yearly
- No active bankruptcies
Although bad credit is accepted, approval is based on your credit history, annual income, and how much the vehicle costs. After you fill out a basic application for pre-approval, you will be able to see your personalized financing terms and monthly payment under each vehicle listing. Pre-approval is good for 45 days and only does a soft credit inquiry.
Once a customer chooses a car and selects to go forward with the buying process, then a hard credit check will be performed.
Check out our review of Carvana Car Loans.
The Bad
- Delivery Fee
- Single-Buyer Financing
- Possible Delays
- No Negotiation Policy
- Third-Party Delivery
Delivery Fee
Carvana isn’t quite everywhere yet. If you live outside of a local delivery area (listed above), then you can choose to fly to pick it up and drive it back or pay for direct delivery, which costs $399.
While the fee is not a part of the actual car purchase itself, it can be included in your financing.
Regardless of how you take possession of the car, you are still eligible for the seven-day money back guarantee. The only catch is that if it was a direct delivery, the $399 fee is not refundable. Additionally, it can take 5-15 days for the car to be picked up. If you want to exchange for a different car, the first vehicle has to be confirmed as picked up before you can order another one, so you will be left waiting for a little while.
Single-Buyer Financing
While it is convenient that Carvana offers its own financing, it doesn’t allow anyone to co-sign with you. If you need to have a co-signed loan, then you can still shop with Carvana, but you will just have to finance through a third party option like a credit union or other lenders.
Possible Delays
If you live outside of the local area, it can take a bit to get your car due to unexpected delays like transportation or weather issues.
Additionally, before your car is loaded up to be delivered to you, a pre-delivery inspection is performed, including a test drive. If any cosmetic or mechanical issues are found, there may be a delay while they fix it.
If there are any delays, a customer service rep will contact you and you will get updates via email, phone, or text.
No-Negotiation Policy
Carvana is a haggle-free company. Cars are competitively priced and free of dealer or document fees, but also set prices are non-negotiable.
If you are the type who would like leeway to negotiate your trade-in, this is not the place for you. As part of the company’s effort to provide a hassle-free experience, after you fill out the online appraisal, that is your final offer. There is no price matching or haggling for a trade-in credit value.
Third-Party Delivery
While it is clearly great to deal with Carvana and its customer-first policies, it is hard to say what the delivery experience will be like with its local delivery partners across the country.
The Bottom Line
Carvana is an e-commerce platform that offers an easy car buying experience for people who don’t want to play games when car shopping. A technology friendly business model lets users avoid talking to any salespeople and truly buy a car online, even down to the auto loan. This is the car website that many used car shoppers have been dreaming of.
Honestly, the only reason why we were able to find “Bad” things about buying a car online with this company is because the site’s online FAQs are so transparent regarding the company’s standard procedures and customer service policies.
Most other car finders will not have the same types of cons because they do not offer a full-service experience.
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Jack Frost Louisville, KY
To my experience the vehicles are not what they show online-there is more damage to the vehicles than shown. Where I live the drivers have told me they use the vehicles to run errands and the online mileage does not reflect the true mileage, because they use them -hence why you do not get what you think you are paying for. Plus, they included a strike three and you are out from purchasing. Apparently others have abused their system so they had to implement this system even if its carvanas fault.
The staff where I live are not too friendly, as they pound on my door like they are getting ready to conduct a raid. Their warranty Silverrock is like pulling teeth-you are left with the pain in the rear trying to obtain approval, finding a vendor ,reputable vendors, the list they use of vendors are of places that mostly work on commission and staff that come and go, many of them have no certifications. It's a real pain. Check you vehicle thoroughly before accepting a vehicle from carvana, it appears their 150 point check is not all that, I have found oil has not been changed, and other damage. A shiny penny may be a turd with lipstick. Lastly, if your state has inspections be sure the carvana vehicle is legally prepared to pass inspection-you will be left with the bill of replacing the tint if it has to be removed.
4 years ago
Jesse beckwith Pittsburgh, PA
BUYER BEWARE!!!
I ordered a car out of Florida on Jan 11. Set the delivery date for the 21. Giving them plenty of time to make the delivery. When the 20 came I got a message saying weather delay and rescheduled to the 25. The south did get some ice so I wasn’t worried. The 24 came and they delayed again for “weather”. It had been above 50 degrees and sunny. It had made it to North Carolina. I called and one guy said it was in Alabama. Another guy said North Carolina. Another guy said South Carolina. One guy said delay for weather another guy said delay for truck issues. On the 24 they rescheduled for the 26 and not even 4 hours later they rescheduled again for the 28. As now on the 25 the car still sits in North Carolina, so they say. And isn’t planned to leave for the 26. Won’t be able to make my delivery in pa for the 28 either and will have to reschedule again. These people are nothing but untrustworthy and secretive. Don’t trust this company. Go to car max or someone else first. After all this time my excitement for the car is gone and plan to purchase elsewhere.
4 years ago
Tuan Nguyen Los Angeles, CA
I intended to sell my Subaru 2016 Forester to Carvana. But it was totally a very bad experience. They lowered down my car two times when I asked for an appraisal online, from $20,000 to $18,000 just by editing my mileage from 69,800 to 70,300. And when I came to the office at Westminster, CA. They once again lowered my value to 14,000 just because of my condition from ‘great’ to ‘ok’. The guy named Dan showed me some of my scratches and dings from front and rear bumpers and said he cannot take the car unless I did an appraisal again and changing the condition of the car. And what happened is out of my imagination. The price was going down once more of $4,000 for just a changing condition above. They were also very ignored you when you bring the car to the facility. It’s totally a scam and a untrusting dealer. Go to Kelly Blue Book or at least Carmax to get a better price or at least not to get shocked when they lower value of your car at the field. I heard a lot of these bad things about them even in selling their cars but this time is the best time I can testify how badly they buy your car.
4 years ago
Mike Scott Virginia Beach, VA
Carvana is deceptive and are not honest with their customers. I bought a car and did everything thing per their instructions. Then afterwards I was told that there were shipping delays. OK, I accepted it. Then I was told the car would be 4 days late. I called to square away insurance paperwork and they had an opertuninty to tell me the car had engine problems at the Atlanta inspection station. It was being shipped from New Mexico going to Virginia. So, the inspection prior to leaving the original point of departure and the inspection stations along the way should have revealed the engine problems early on. They wanted me to wait 10 more days so they can fix the car, in the mean time not telling me there was an issue with the engine until I pressed them about the 2nd delay. Complete dishonesty. I even proposed buying another car exactly like it that had 20K more miles on it and they would have to reduce the price by $3000 to match the other. Did not budge. Complete dishonesty and only out to make money. Not even wanting to make things right with my purchase. I would advise any and all of you to stay away from Carvana!!! Not even worth 1 star.
4 years ago
Chavin Lewis Englewood, OH
Carvana sold me a car that was already sold. I purchased a vehicle with Carvana on July 13th to be delivered on July 18th. My bank requested images of the title on the same day before they could verify funding. I received multiple calls from Carvana representatives over the next few days saying that I needed to submit my bank method of payment or my delivery date would be pushed back; each time I explained my bank was waiting on Carvana. On July 17th, I received a call from Montel who said that my delivery date would need to be pushed back by no less than a week because they still hadn't received verification of my lender funding method. I informed him just like everyone else that my bank was waiting on Carvana. So, he looked into the matter and called back letting me know that the vehicle I purchased had been sold at an auction on June 30th. To make matters worse, I was only offered a $250 check for the inconvenience, if I kept a vehicle past the 7 day money back guarantee date.
5 years ago
Bob Reedsburg, WI
If I could give Carvana a negative score I would! The delivered a 2019 Honda Accord, with 13k miles on it, dirty inside and out!”. Stains on passenger and back seat. Tires worn and a big scuff underneath the passenger door. Took it to the local garage to check oil and other fluid levels and the washer fluid was almost empty. TPMS went off and needed to recalibrate it. Took it to the freaking car wash and got a bath because the seal on the windshield was broken and water flooded into the passenger compartment and the head liner! Scheduled a return… what a nightmare! They said they’re bringing back my trade and picking up this piece of crap on Monday but it looks like the paid off my trade before the 7 day evaluation period has completed. Waiting to see what happens Monday and to see if they actually keep their word for a change. They may bring back my trade but I have know idea who owns it at this point.
5 years ago
Tiffany Honrada Fort Walton Beach, FL
So, when I first signed up to buy a car with Carvana, I was excited about how easy it seemed. The price and interest rates seemed high compared to Kelley Blue Book and Edmunds predictions, but I had no working vehicle and was stressed to the max, so I went with it. Once I completed the sale online, I was contacted almost immediately and had everything confirmed and had a confirmed delivery for 10 days from the day I purchased the vehicle. After this I had contact from staff several times either over the phone or via text and email confirming my purchase and delivery. I spoke with someone over text regarding my autopay settings and was sent a link to update them but then explained to the person that I wished to do so after my down payment was taken out as I wanted my payments to come out of a different account and was told that was fine and to use the link whenever I needed to. So, the day finally comes, and I leave work early to go pick up my car about 30 minutes away as they said they could not deliver it to my house because it was outside of their delivery radius (not what the commercials say, but ok). I had a friend take off work to take me. We arrived about 10 minutes early and after waiting for 15 minutes, I tried calling customer service as no one had shown up yet. The wait to speak with someone was 30 minutes and I was put on hold and then the call was dropped, so I had to call back again and wait another 30 minutes for someone to pick up. I decided to send a text during this time to see if I could get an answer from someone quicker and was told via text that my vehicle was somehow opened back up for sale when the autopay link was sent (I was not notified at all and had a text the day before and 3 days before about my delivery) and was currently already being sold to someone else. After being put on hold again and having my call dropped for the second time, I called a third time with still no vehicle in sight. After being on hold for an additional hour and 15 minutes (now almost 2 and a half hours on hold), I finally spoke with a manager who said that even though I had signed contracts and purchased insurance on this vehicle, there was “nothing” they could do and he could help me search for another similar vehicle with the most he could offer for their mess up being $500. At this point I was done as it was 8pm and I was emotionally and physically drained. I called back the next day, on hold again for another 30 minutes, and spoke with another manager who offered me the same thing and said there was nothing they could do. I then found a vehicle that was the same year with 7k more miles and was advertised as having a better trim but was priced $1k more so I asked why it was so much and they explained that it was an in-depth process to their pricing and they couldn’t negotiate. So, at that point I just needed a vehicle and decided to go with that one since I could get it within a few days. I purchased the second vehicle and was told it would be another week until I got it delivered. I was going on 2 weeks without a car as a single mom, so I asked if it could get delivered sooner and was told no, not even as a courtesy to their mess up. So instead of getting it delivered I took a day off work, bought a $100 bus ticket, and rode it for 17 hours to get my vehicle. Everything went pretty smoothly when I picked up the car, they even threw in a $50 Visa Gift Card as an apology which was a nice gesture but felt like a slap in the face after having to spend much more to get a car that I didn’t even originally want. A few days later, I was trying to figure out the Bluetooth in my car (which they had advertised it as having) and noticed that not only did the car not have Bluetooth but it was not even the same trim they had advertised it at. The trim I had was priced a whole $2k lower than the trim they advertised it (and sold it to me) as. I called immediately and was told they would look into it. I was called a few hours later and offered a $500 apology check for my experience and was told that they were still looking into the pricing. I was called the following day and told that the price was correct it was just the posting that was wrong even though all data and research proved the price was not correct. Needless to say, I will never do business with this company again and will speak out against them as often as I can. They do not try to work with you or be flexible and if they mess up, they make very minimal attempts to fix it. They are a heartless company who’s only goal is to make as much money as possible regardless of who it affects. Please do yourself a favor and go with someone else.
5 years ago
Rex Richard Phoenix, AZ
I paid top dollar for a low millage SUV. It was a little dirty on the inside but appeared to run well and appeared to be in overall good condition. It was advertised as a "one owner" with 80,000 miles. Indeed the odometer indicated 80,000 miles but today we discovered the vehicles data computer shows it has over 4100 hours on the car. This many hours would be similar to a car with 150,000 to 200,000 miles and not 80,000.
I called them and the first person coached me to be very angry as that seemed to get managements attention. I thought that was strange. After over an hour on hold, a supervisor finally picked up. He was short, rude, and said they don't verify milage and it was my problem. He said they would do nothing to remedy or even research the problem.
After our called I called the Arizona DOT and got forms to file a dealer fraud claim against them. I further intend to contact the Arizona AG and file a fraud claim.
A vehicle with 80,000 miles has a far greater price than one with 200,000 miles. Their gain was my loss as the difference would have been a vehicle of half the price.
I will be posting this same review on Google and Facebook, including pictures of the milage on the odometer and the hours on the cars computer. Also a phone image showing the over an hour wait to be "blown off" by the supervisor who showed zero interest.
BTW, I have two other cars both with more miles on the odometer and both showing just a hair over 2000 hours on the data computer. This would be a normal and expected number of hours for a car of 80,000 to 96,000 miles. (My other car has about 96,000 and just a little over 2000 hours). Odometer fraud is a crime. Apparently dealer fraud is common enough for the DOT to have a specific department to investigate it. I regret using Carvana and will never use a dealer I can not speak with face to face again.
5 years ago
Michael Verrilli Albuquerque, NM
Lofty Goals, Mostly Unmet
After a few unfortunate experiences at car dealerships around Albuquerque, I decided to give Carvana a try. They advertise themselves as an alternative to the dealership and a new way to buy a car. This was again another unfortunate choice.
On March 24, 2021 I preordered a car from Carvana. When I did so, the website explained that for a $100 down payment they would reserve and expedite the car for me. I also put in my car for a trade. For full disclosure, it does need an oil pump and they offered me $9800, which I felt was fair. This is when the problems started.
After a week, I called them as there was no communication on their end about updates to when the car would be ready. The woman I spoke with stated that this has been an issue for several people she spoke with and would relay it to supervisors. I was offered few details other than the assurance that the car was in process and would be ready for the next steps soon. I was told that it was in detailing and that was one of the last steps.
Another week passed and there was still no movement on the car. I called again and was told that not only did they not have any update, but that I would have to resubmit my car for another appraisal, as the seven days had passed since their first offer. On my side of the website, it said that the offer was good until April 22. When I spoke with them the week earlier, they confirmed that they saw it on their side as well and that I shouldn’t worry. Of course, they now offered me $800 less for the car. I would have traded it in immediately, but they would not let me proceed with the contract for the car I wanted. In the end they did honor their original offer, but it came at the expense of two hours on the phone and having to pick a different vehicle, as they for the first time told me that the reservation process is more for people who didn’t mind waiting up to a month or longer for a car. Although not thrilled with the car I chose, it was close enough. I scheduled a delivery date for April 13.
On April 12, 24 hours before my scheduled delivery, I get a text from Carvana stating that my car is delayed and that I need to reschedule. The earliest they have is April 18. When I call for an explanation, they said the truck it was on broke down. They had originally told me that it was coming from Phoenix. They offered no explanation of where it was. I asked what they would do for me as this is another screw up on their side. I suggested that at this point taking $500 off the price of the car was fair, as this was what their mistake cost me between lost revenue and needing to scramble to find another car. Their counteroffer was $175. I said that I would take this, but they needed to understand this would result in a negative experience for me. After another couple hours on the phone, they suggested they would “meet me halfway” and offered $250. When I told them, this isn’t meeting me halfway, Bryan got very agitated and said I was being unreasonable and changing my request. Halfway as far as my calculations go is $337.50 (500+175/2). Of course, they wouldn’t budge. Bryan did promise that someone would follow up with me, and while he did call to confirm delivery, no one has ever followed up with me about my complaint. At this point I’m not even sure they’ll send the check they promised. Only thing I’m sure about is that underneath this review you’re going to see some moron reply, “Thanks for the review. Here at Carvana we strive blah blah blah blah. Give us a call and we’ll put you on hold for two hours.”
This is a company that looks to save pennies today at the loss of dollars tomorrow. Even their hold music appears cheap, it’s four songs on repeat. Let me tell you as someone who has spent more than five hours on hold for this company, it’s infuriating. Before I even received my car they poisoned my car buying experience. In hindsight, if I did a little more research, I would have seen plenty of negative, one-star reviews. I know they are trying to expand into more markets, as I’ve seen a bunch of billboards up and around Albuquerque and this is absolutely the wrong way to do so. Every time I talk about my car, I’ll tell people I got it from Carvana and then tell them to never buy a car from Carvana.
5 years ago
Stacey Schuler San Antonio, TX
Buyer beware! Promises were made during the 7 day "try out" period, but once the car was mine, I didn't have any luck getting those promises taken care of. My car allegedly went through an inspection before I took ownership of it, but that obviously wasn't done. On the first day I drove the car, the oil light went on and I smelled burning rubber. I had to take it to a dealership where the back tires were found to be terribly worn and had 2 screws in one tire. I was told the car was too dangerous to drive because the tire could blow out. Since it is a foreign car that I purchased, it could not be serviced at the dealerships that Silver Rock provided, so I had to pay deductibles each time I brought it in because it was out of network. I was going to turn the car in but was promised the problems would be resolved so I kept it. The endless calls and long waits to get someone to help you is anything but convenient, quite the misnomer. To make things worse, the communication between Carvana and Silver Rock is horrible. Despite having a recent text message from Silver Rock stating that one of my car issues was approved, they reneged on it when I scheduled with the dealership and will end up having to pay out of pocket for it (around $450 total). It's so disappointing and frustrating. I have had the car for four months and am still trying to get the things that were promised to me resolved, to no avail. I cannot recommend this company and plan to report them to the Better Business Bureau.
5 years ago
S McC Old Fort, NC
Purchased a car (2014 BMW) from Carvana two weeks ago. The process was long, but expected that. When dealing with customer service reps, everyone was helpful and polite. However, when the car was dropped off, my husband tried to adjust the mirrors and the back windows kept going up and down, he asked the Carvana driver about it, but he said all he could do was make a note of it and we could try to take it to a certified mechanic to get fixed. The mirrors didn’t work either. Of course, a certified mechanic was 100 miles away, then we realize that the change oil light was on, saying it was due for an oil change in October 2020! So, obviously no true inspection occurred on this car like they said it did. We’re within the 7 days and they’re coming to pick it up on Monday. A complete racquet. Too much trouble and not worth the time and money. Do not use Carvana! They will screw you over!!
5 years ago
Sherry Maloney Aurora, CO
Purchased a car 2 years ago-best experience ever! So much so, we returned to purchase a truck! Worst experience ever! Deceived on repairs truck their website said had been done, never was! Delivered with no emissions which requires a weight also dumped on us. They covered the repairs thru warranty, again a hassle in itself. Now won't pass emissions because warranty repair left computer unhooked & can't connect to emissions machine. Now have to wait for another appointment to take for computer reset then back to emissions & hope it passes next time. All during Covid with an at-risk family member at home! My advice, don't do it!
5 years ago
Sharinda Hunter Waterbury, CT
I was so happy to be referred to Carvana by my friends daughter. My happiness turned to frustration and aggravation. 12/18 I purchased a 2017 Mitsubishi Mirage with 5414mi
which broke down within 3 and 1/2 hours of me purchasing it. All Carvana could say is "I'm sorry that happened to you!" I could've been driving on the highway! l replied and all I got was crickets! Oh the Country behind Silver Rock Associate instead of sending the car to Carvana Windsor CT she gives the Eastwood Tow driver Carmax address! SMH!! I was extremely disappointed in this Company but... I needed a car so I was up a creek. Round 2 I2/24 Christmas Eve my 2nd car arrives a 2017 Hyundai Accent with 52233mi its a beauty!! It drives wonderfully and everything works..now comes time to register. I thought Caravana was supposed to handle this process! Not so apparently if your in the State of CT and you have an out of state car you have to get a VIN INSPECTION done by law enforcement! This is such an inconvenience especially since in the City of Waterbury our police officers are so a@@#backwards!!Ughh! Everything is blamed on the COV-ID 19!! C'mon Carvana if your going to be sending cars from Georgia you guys need to have your Dealers License!! So this does'nt slow down the registration process.
5 years ago
Jeffrey Doxsee Orlando, FL
I’d give it a zero if I could. Avoid at all cost, George W who runs Orlando and Carvana in general are dishonest, poor customer service and could car less about you. I Ordered a car from Carvana, Delivered Dec 29. On Dec 30 I placed a. Order to swap the car out due to it not being as described and running rough. I have yet to be able to return the car or get the new one. The replacement was supposed to be here almost a week ago. However when it arrived to the hub it was broke and not running, so rather than bring it to the dealer it went to pep boys. Who “fixed” it, well the wrong issue because appraisal it was never actually fixed.
So it was sent to the dealer, George W has said for the last several days I’ll get a ETA. Still nothing. Best of all I cannot get anyone to set up a return on the first car, inside sales was supposed to call me and noting for days, so now I have a car in the driveway with no insurance on it that Carvana won’t take back and their “management “ refuses to help facilitate it, a car on my insurance that George and Carvana cannot even tell me when I could even see the car and no custom service to even help rectify it. Best of all, Was George Wright response basically stating if I don’t want to sit and wait for the Second car, they would force me to keep the first broke car even though I have already signed the contract on the new car and put insurance on it and contacted him, customer service and Management to get the car.
I’ve never seen such lack of customer service and overall care so much before in my life. The best part is, there is no end in site as you cannot get ahold of anyone in Orlando or online. A better car buying experience right!!!!!!
5 years ago
Kayla Phillips Quincy, IL
I am very dissatisfied with this company. If you’re considering buying a car from them do NOT do it. I was sold a car that broke down 6 MONTHS after driving it. It clearly was not inspected the way they say their vehicles are. I now need a whole new engine for my car. Carvana refused to do anything about it and was very careless. The extended warranty I PAID FOR also did not cover my vehicle. I feel like this is a scam and I will never spend money here again NOR recommend to anyone. Anyone who says they’re thinking about buying a car from here I will make sure they don’t. I can’t believe this is how a company would treat an essential working nurse during a pandemic that now has no car to get to work. Never again.
5 years ago
grafittibob Chicago, IL
Carvana is great at wasting your time! It’s quick and easy to pick you vehicle. The fun part is waiting months for it to arrive due to “cosmetic damage” that was supposedly received while in transit. (You’d think they would be able to transport a car without damaging it, but whatever). The day it was supposed to arrive, they called me and told me that the car wouldn’t start and that I should just pick another one. This is after waiting over a month, signing up for insurance, and anxiously awaiting my ride. If you need a car quickly, I would my cautious using Carvana. Maybe others have had good experiences, but mine was far from that. Guess I’ll be looking for another dealer this afternoon. Thanks for wasting my time!
5 years ago
Curtis Lawson Reno, NV
I'd give ZERO stars if I could but I couldn't click submit without giving one star. Trash. Carvana should be named Catfish. The absolute rusted piece of junk this company tried to sell me is nothing short of literally, a catfish. I flew all the way to Vegas after no one reaches out to me to tell me my car WON'T be delivered to my house 'due to covid.' When I got there, I laid my eyes on the ugliest rusted Infiniti Ive ever seen in my life. NEVER, EVER buy a car from here IF it's from any 'rust' states (OH, IL, NY, EAST COAST in general) I guarantee this Catfish company got this piece of trash as a trade-in and tried to make over 16K profit on me. Absurd, ridiculous, atrocious, shameful. This company should be ashamed of themselves as I have not one clue HOW they are still in business. I wish I could post the photos of the car they tried to sell me so potential buyers can see what I am talking about. WAY more dings than the 'imperfections' listed online. The bolts in the engine were so rusted a mechanic wouldn't even work on it as they would easily snap off. BS. This company is a lying bunch of unorganized thieves. DO NOT BUY YOUR CAR HERE, you will waste your precious time and hard-earned money.
5 years ago
Disappointed Mike Marietta, GA
Ordered a White 2013 Toyota rav4 through Carvana for $16,900 with 14,414 miles,Waited about 3 days, then 30 minutes before arrival delivery driver called and said it is filled with mold smell. We told them to cancel it. 1 day later the same car is back on the sight for 1k less and has a buyer.
Car 2 we agreed to reserve a 2017 toyota rav 4 for same price with 20k miles on it. They sent us a picture of an aqua blue say its in inspection stage and have to wait for purchase, wife was excited. We wait for 2 days for the inspection and more pics. They finally send actual pics and it is such a dark blue that it looks black. We turn it down, then try for car number 3 which
the they say delivery date is now December 26th. ( note-we're trying to buy before years end and the 7 days would put us into the new year at best) after reviewing the sight now all the better deals are in pending sale state. Very disappointed at the unprofessional team who inspected car number 1 whom they say it was not in a flood ( lots of questions)
5 years ago Edited September 14, 2021
J B Elmsford, NY
HORRIBLE! DO NOT PURCHASE - save yourself a headache! We purchased our car the first week of June which was delivered to us in NY, our temp Georgia plate expired 8/9/20. We have no plates, no registration - NOTHING! Their customer service reps do not tell you any information other than it was submitted to DMV and check your dashboard. WELL my dashboard says ZERO days left! I also ran my vin through the NY state DMV to check on the registration and title status and there is NOTHING. I did a free vin/title search and it states the car has a title in Ohio issued 6/30/20! They will kiss you butt until the 7 days is over, after that you are on your own. Please just go to the dealership and buy a car!! DONT give carvana your money - they are horrible
The car also did not come detailed at ALL! There was dog hair EVERYWHERE, garbage between the seats, sticky substance on the dashboard - it was disgusting. The gas tank door was broken and the inside door handle was peeling - none of which was mentioned.
6 years ago
Tom Drzal Columbus, OH
Carvana has a slick buying experience & delivery to your home. Plus a 7 day guarantee. All this is great if the car in their touted technically superior pictures is accurate. Plus their inspection process and informing you of defects 100% accurately. Many are happy. Mine was a complete disaster. Pictures showed a show-room high shine & listed as 3 minor imperfections - which I agree were minor on the car. However, Carvana did not inform that the hood, 2 fenders & 2 doors had been repaired and repainted - poorly. Plus the bumper was missing a huge piece and had a 5″ tear. Oh, and 20+ other imperfections. Paint over-spray all over the car. I had two separate body shops validate and estimated $7K to repair and repaint. Customer service is a joke. Once you have the car delivered and file a complaint, you will sit on hold for hours and advocates are powerless robots on the other end. I tried to work with Carvan. I uploaded 70+ pictures, 3 word documents explaining and the two body shop estimates. Promised 3 times a leader/manger would call back - nothing. No apology at all. Buck up and try a local dealer. You can view on-line, haggle on-line & go drive/see the car. Plus an actual human to discuss any issues. Plus still waiting for Carvana to return my funds - they said maybe in 15 days! They delivered car on a Sat & removed funds on following Monday. As a note, Carvan leadership was just busted for insider trading & one of the founders is a convicted felon from the Savings & Loan mess. I wish I had known this as I never would do business with this kind of leadership. Bu I guess it explains my experience as leadership bad behaviors & ethics usually trickle within the entire organization.
6 years ago Edited September 14, 2021
Chad Petty Albuquerque, NM
I started the process of selecting and buying a car on Saturday. After attempting to secure the car I wanted and deliver their paperwork I ended up on hold for 45 minutes waiting for an "advocate". I spent another 30 minutes on the phone with her. While on hold closing time occurred and she hung up on me with unfinished work. Over the course of Sunday and Monday, I battle through their system (20-40 minute hold times, people who cant review documents and people that are unable to make decisions)to attempt to get the car. By the end of the day on Monday, I finally got a 3rd person (that day) that could review ALL of the paperwork. At that point, he set the delivery for Friday Afternoon.
Friday arrived and I received a message that they could not deliver it that day. They also will NOT allow me to travel to pick it up. When I asked the agent on the phone why they would set a date they could not meet she said he never should have set that time and date.
Unless buyers can travel to see the car and pick it up in person I suggest you buy anywhere else. This is not "transparency" or "simplifying car buying" at all.
6 years ago
David Krzesni Fredonia, AZ
Absolutely horrendous experience trying to get the car registered and the customer service is absolutely terrible. I've spent hours and hours on hold or waiting in their webchat. They consistently do not directly answer questions or provide solutions and then just leave the webchat. I purchased the car and had it delivered in NM but needed to register in California. When I bought the car they told me I would have to drive to California for a smog inspection when things re-open (due to COVID). When receiving the car, I was told I would also need a VIN inspection but that I could do that in NM. After attempting to do that at the local motor vehicles department, I was told I also had to do it in CA. Since I had to go for the smog test anyway, I was OK with that and planned to make the drive (10hrs each way) once the services opened. I started getting tons of emails every day from Carvana about potential fees and fines if I didn't get the registration documents. It took hours on hold and multiple webchat sessions for them to acknowledge and confirm that I could wait until the DMV was open in California. As soon as it did reopen, I drove to California and completed the inspections. According to the website, the smog test could be scanned and uploaded and they needed the original copy of the VIN inspection mailed. I did both and I sent the VIN inspection using the prepaid envelope they sent. The VIN inspection has been lost in the mail for weeks and they have no tracking information on the label they sent. The customer service keeps blaming me for not recording the tracking number. Now I am going to have to drive back to California for another VIN inspection. But the worst part is their customer service continually provides wrong or inconsistent information, makes you wait in very long queues, and does not acknowledge your issues or complaints. I suspect it's semi-automated even once you get past the part that is openly automated because they often just repeat the same few lines even when you ask for more details or explain something further. I would strongly suggest avoiding this company!
6 years ago
Brian Lee Powell, OH
Carvana process was extremely disappointing. I bought a 58K car. They delayed delivery 4 times after my funds were verified. No one there knows what there doing. Complete incompetence!!!!! The only reason I gave one star was when I had to pick up the car 150 miles away the delivery was neat. Car was not detailed. You would think by buying a 58K car the car would of been detailed. Then to top it off after I took delivery Carvana went ahead and took another unauthorized 58K out of my bank. STILL DONT HAVE IT!!!!! Stay away from Carvana. The old way of going to a dealership is so much more reliable.
6 years ago
gracev Pittsburgh, PA
First, I spent nearly 2 hours on the phone with one of Carvana's "customer advocates". Half the time I spent on hold while the "advocate" was on hold with my bank to get information I already provided in the paperwork I sent.
After that draining wait, the advocate said everything was all set and went through. He confirmed the car's delivery. However, 12 days later and it's the scheduled delivery time, but no car.
After waiting on hold for 40 mins, the advocate told me that an "underwriter" went in and unapproved me for the vehicle. An underwriter that had nothing to do with my account or ever spoke with me. The advocate said there was no reason for the underwriter to do this and that it was an error on Carvana's part.
The car I researched, reserved, and put on my loan application, was pending for another person to buy it. The worst part is instead of Carvana reaching out and admitting to the other customer it was already reserved, they told me there was nothing they could do. Which is ridiculous because the other person hadn't even filled out the paperwork or decided yet if they actually wanted the car.
The sale could have easily been stopped by Carvana. They claimed it wasn't possible to do that in their system. This is inaccurate due to the fact that an employee literally just did it to me. So now they can't stop a sale, which isn't even confirmed yet, when some random underwriter stopped my sale that was officially approved???
I requested to speak to a manager, but it's nearly impossible. The advocate said her manager wasn't available. Which made no sense to me since the advocate kept putting me on hold because she said she needed to ask the exact same manager I wanted to speak to.
I spent almost 2 weeks excited and waiting for a car that was taken from me only a few days after I was approved. There was no reasoning, no attempt by Carvana to make it right, and I was never contacted that my car wasn't ever going to show up. I never write reviews, good or bad, but I did for the first time because that's how bad my experience with Carvana was.
6 years ago
Kimberly Goff Goodyear, AZ
This has been the most frustrating experience I have ever had. When I got my car there was no charging cord with it. Carvana did pay for one but it was a hassle and my husband and I had to drive around looking for a charging station so we could make sure that part of the car worked since we only have 7 days and it took them nearly that entire time to get back with me about the cord. Once that was resolved I thought all was good. Not so much. I then get a call from the bank that my previous car was with and Carvana paid my 10 day pay off late so now not only did I owe a fee, I now have a 30 day late on my credit report. In addition to all of that, my temporary plate was about to expire and I had yet to receive my tags or plate. When I called Carvana I was told that the title application and other paperwork was in the blue folder that was given to me when my car was delivered. Not only was none of that paperwork in the blue folder but I had no reason to even believe there was anything for me to do since I was told that Carvana handles all of that. I told them I needed a new temporary plate since mine expired on the 5th. I was first told they couldn't issue me one until after it was expired and then I would need to request it and Carvana would reimburse me for the fee. I called back on the 6th to request a new temp plate again and again was told that they can't issue me a temp plate until the one I had expired. When I told her the plate expired on the 5th I was told their system said the 6th so I would need to call back on the 7th. I told them I needed a manager to call me and was told someone would call me in 24 hours. I called again on the 7th requesting a new temp plate and was told by the staff member that she couldn't get anyone in that department to answer the phone but would call me back once she did and would get the new temp plate issued. I reminded her that I had yet to hear back from a manager and she said she would request again that one call me. HOURS later, I did get a call from a manager who explained to me that they would not be able to issue me a new temp plate because it was a Sunday and that department is closed on Sundays. When I asked what is going to happen if I get pulled over I was told that if that happens to contact them and they would reimburse me for the ticket. Apparently Carvana has such little regard for their customers that they have no problems with them driving illegally and their response is "Oh we will reimburse you if you get a ticket". Really. When I went on to explain the credit issue I was told by the manager that they would look into the issue and would give me a call back. Apparently they investigated very quickly b/c not 10 minutes later I get an email stating that they looked into the matter and the easiest way to handle the credit report issue is for me to dispute it. When I tried to respond to the email I received an auto response that the email was not monitored and I couldn't respond to it. So had to pay a fee, notice on my credit report, having to drive illegally for at least two days and still no tags or plate. Ya I'll take my chances next time haggling with a salesman and sitting for hours in a dealership over this experience. Extremely frustrated at the lack of concern over these matters.
6 years ago
Don Jones Sr. Cerritos, CA
I started a purchase back in October the first car I had was a mustang that didn't last long and the rear end went out in the trial period so I took the option of replacing the vehicle with another as a major repair like that made me feel very Uneasy about the rest of the car, So I got a Jeep liberty which broke down on me for my family Holiday vacation it seems a computer module went out in it, after a bit stressful back and forth with they're warranty company (Silver Rock) it got repaired. Now I take this car to the Jeep dealer because The Sky Slider ( Cross Between convertible top and Sun Roof) will not close and has come off track the dealer says Parts are obsolete and not made anymore for an 8 year old vehicle. So I bought a Vehicle that is Obsolete, the roof balloons up if you go over 45 mph you can't here while driving because it is noisy. How long will this go on until the roof blows off and causes damage or hurts someone, so out of fear I can't drive it. I called Carvana and Basically was told since I am out of they're 7 day period "OH WELL". Now I have a OVER PRICED TRASH CAN, that they are sure going to want payment on, I'm Not thinking so. Now I know why they wouldn't extend any type of Warranty besides the seven day that they tout.
Lesson Learned " BUYER BEWARE".
DONALD JONES
2012 JEEP LIBERTY.
DON'T FALL FOR THE GIMICK LIKE I DID!!!
Lesson Learned
6 years ago
Blair Boyajian Boston, MA
Forced me to drive four hours of my way to pick up the car and when I arrived the radio, screen, and usb charge were all broken. It ended up being an issue with the battery but my car was not inspected on site before I arrived. I rejected the car outright and now Carvana won’t do anything to help remedy the situation because “their warranty would cover any fixes.” How about not selling me a broken car in the first place? The customer service leads are also HORRIBLE and rude. The customer advocate lead I spoke with actually told me it wasn’t her job to help be brainstorm a solution to buy a new car through Carvana. This company is a total scam - DONT waste your time or money.
6 years ago
Michael Shaeffer St Louis, MO
Carvana’s business model sounds good in theory and would work if they were an honest and ethical company, but based on my experience with them and all of the terrible reviews they have received, this is just not the case. Carvana gave me an offer to buy my car and backed out of the deal at the last second saying that the market for used cars is not good right now because of the coronavirus. I was told by multiple employees that the offer would still be good as long as I had an appointment with them to sell my car. This turned out to be a lie. Now that Carvana weaseled out of the deal, I am stuck with 2 cars, 2 car payments, and nowhere to park the second car. These people will totally screw you over if it benefits them. Doing business with Carvana is like playing Russian Roulette; you may come out okay, but you also have a good chance of being totally screwed. I will never do business with them again and will tell everyone I know to stay away from this terrible company.
6 years ago
Nicole Edwards Atlanta, GA
My experience with carvana started on October the 14 when I purchased a 2011 a 5 Audi by October to 21st engine light came on get to the shop mechanic told me needed a new engine they replaced the engine they told me the engine had 20000 miles the next week back in the shop again needed to replace another engine for the 2nd time it's not up until February to 28th they decided to swapped a car the new card that they sent me is E350 Mercedes Benz 2011 from they delivered the car and pulled off engine light came on took it said a mechanic needs the intake manifold in and transmission problem absolutely no fluid inside the car now they say they inspect the cars before send it to you but I got two car that's no good completely empty no washer fluid called them to let them no that I played 135 dollar to mechanic that how I no the cars is no good I called carvana and let them no that the second car no good miss lisa l told me that they will give me a third car of my choice but I will have to pay them the 400 dollar to them up front before they send me another car and if engine light come on this third car I was on my own ho those that this a big company to tell your customer that they are on they own after sell them not 1 but 2 car that has engine problems I was still willing to work with them until some manager I don't even no his title he came on phone with this attitude like we will just give you your money back and that should be the end of it them to work with me on a 3rd car mrs Lisa L told me they will send me another car but I'm on my all day company policy is they get a down payment upon delivery so because I reverse my $400 payment that I had to give them for the 2nd call for the 2nd delivery they refused to deliver the 3rd car and less they get payment up front so they had somebody else give me a call and he was just rude nasty and very aggressive to me is to the point now where they don't wanna deal with the issue so now I have to sit and wait weeks for them to give me back all my money that I paid from October I'm inconvenience with no vehicle this is a company that lies to you they don't do no form of inspections on a vehicle if they do I will not have received 2 vehicles with engine problems carvana will sell you a lemon and the customer service representatives are rude inpatient do not wanna deal with you they brush you off day way of resolving staff is giving you your money taking your car back and leaving you car less I will not stop until I exposed kharvani
6 years ago
carol gaIdos Moyock, NC
I tried to buy a car from carvana; however because I live in an island where no one gets street delivery from the post office; we only have post office boxes.
So since carvana only uses post office physical addresses; they will not sell me a car!!
It doesn’t matter that I have always had 2 vehicles registered with nc dmv for the past 20 years that I’ve lived here!
It doesn’t matter that UPS and FedEx uses my street address and knows that I exist!!
So I guess no on on this 50 mile island, who only get mail in a P.O. Box can buy from carvana!!
Get with it carvana we are in the 20th century; there are other delivery services beside the post office!’
6 years ago
Marquia Kersey High Point, NC
My experience with Carvana was horrible. I got the 2013 Nissan Leaf(a charging car). I drove home & to get something to eat, & it said I needed to charge it. To make a long story short I had to get towed home that same day. I told them everything that happened they weren’t willing to get me a rental or another car. They said I had to wait til that Monday to swop the car out. So I had it towed to a charging station. It wouldn’t start or anything after that & they still weren’t willing to get me a rental or another car. Finally I went somewhere else & got a car. I canceled my order with Carvana & still haven’t received my down payment back yet, and they have been gotten the car back.
6 years ago
john duncan Seminole, FL
Firstly I am the current owner of a Carvana vehicle. Told everyone from friends and family how quick, easy and painless the process was. When it came time for my wife to purchase a newer vehicle I talked her into going the Carvana route. The two experiences could not have been more different. Vehicle was missed represented on their web site, both in the description and using the filter. Vehicle was listed as 3rd row seating, it was delivered on time but missing the listed 3rd row. The Carvana representative that delivered the vehicle reassured us that Carvana would make it right, which I believed as my past experience was positive. As this vehicle is on a universal frame that already has the bolt pattern for the third row installed we offered to pay for a mechanic to install it if they would pay the 300 dollars for the seat and bracket. After a few phone calls and a lot of lip service they did offer a 100 dollars for the inconvenience. I have already paid the prorate on my 6 month insurance policy, as directed to do for the drop off, so keeping the vehicle is in my best interest also. They will have to pay for the pick up and delivery of another vehicle or to get our trade in back to us. This is another problem with their business model, along with others list on the BBB, it's more expensive to keep transporting vehicles back and forth than the cost of an advantages solution for both parties. I as well as most people would be fired form my job for not taking the cheaper option for my company and keeping the client happy. So I echo what a lot of these reviewers have said byer beware. If you want to be lied to and play bait and switch games stick to the old bye here pay here lots at least you can see the vehicle before you buy it or pay to switch insurance on it. Expected more from this company, you have lost yet another retuning customer over a minor fix. Keep up the good work Carvana.
6 years ago
Jason Allen Saint Cloud, FL
I want to begin this review by saying I seldom leave reviews. I feel I must after what I just experienced. I had such high hopes for Carvana and after weeks of reading reviews and searching for the perfect car, I finally decided to give them a chance. It quickly turned into a nightmare for me almost immediately once I signed the contract. I spent so many hours on their website searching for the vehicle I wanted. I wanted to give them my business because they were willing to give me the most for my trade. The first time I got it appraised by them, they offered me around 13,000 on a 2017 Camry with 55,000 miles roughly on it. A week went by and they needed me to do the appraisal again and of course I had almost 56,000 on the trade at that point. Nevertheless, they still wanted to offer me around the same. I chose the vehicle, secured financing on my own, and signed a contract for the agreed amount. I literally received a phone call 20 minutes later. I was certain it was a mistake when I heard the lady say..."Since your car now has 56,000 instead of the 55,000, we will now only offer you 10,000 for your trade. WHAT!?!?!?! 1,000 miles more on the car means $3,000 less for the trade? When I spoke, she mentioned that because of COVID-19 the appraisals are much less. KBB values my car at $13,000. During this time many people would not be buying a car and they want to low ball the heck out of me? I wanted to give them a try in order to avoid all the shady crap at dealerships. It did not work out that way for me. I think it might have something to do with the fact that I secured my own financing instead of using theirs. They want 8% and I found financing at 4%...why would anyone want to use double APR? I am very disappointed in Carvana and will never give them my business after this. I went to a local dealership and they offered me 14,400 for my trade and I came home with a brand new Ram Truck that day.
6 years ago
Ronald Nail Tucson, AZ
I was first offered a lot more money for my vehicle a week and a half a few thousand less, nothing had changed on the car other than it having 10 more miles. very disappointed in carvana. I will say that their app is very easy to use and the process is easy. But they should stick to what their original offer was. The vehicle has no damage inside or out and only had 19450 miles for a 2013 car the only reason I am selling it is I have cancer an I don't drive anymore and I hate seeing it sit there not being used. Carvana told me it was due to the current market, I think they're taking advantage of the whole coronavirus situation!!!
6 years ago
hazey Melrose, MA
I requested an appraisal of a 2005 Toyota 4Runner with 124,100 miles on it. the appraisal value came it at $4212. After accepting the offer and supplying all my paper work Carvana changed my offer to $3827. They said because the Odometer was changed. In the picture I supplied showing the Odometer at 124,026. It was 74 miles less than I estimated. They said they could not longer stand behind the original offer. I did not change anything just accepting the offer. I can only assume someone saw the picture and update the Odometer field. This PLACE is a total SCAM changing an offer after it is accepted. I could see if It was more mileage but less....
6 years ago
Tommy Walnut, CA
Bought a 2016 Miata, supposed to be deliver so my mechanic will take a look at it but it got delayed so I’ll have to pick up at the vending machine. The experience is nice and simple as well as magical but the truth is. This car is not as advertised because their picture on the website is so blurry that you can’t really see all the damages and imperfections. I’ll be returning it tomorrow.
First of all, the car has a hidden fact that it’s been to a repair shop from the previous owner. I found a repair estimate sheet and bunch of paperworks in the glove box indicate it has been in accident and the front right fender and front bumper has been repainted.
Second, the tires are at the minimum. Even though they claim they won’t swap the tires since it meet “Their” standard, however the tires have already shown wrinkles and that’s a clear sign for aging tires. It’s not safe to drive by any matter.
Third, the cross bar straps inside the convertible top have completely snapped off in which they help secure the top in place, even though it’s not a crucial mechanical issue, but if you inspect the car thoroughly it can be discovered and it’s not safe to drive like that at highway speed. I’ve searched it up and it has a TSB but takes a good amount of money to fix. But Carvana don’t really care obviously.
Fourth, the instrument cluster brightness adjusted stick is on the edge of broken apart.
Fifth, the driver side side skirt has been pushed miss aligned, that’s another sign of theirs vehicle has been in accident or at least been hit under body.
Six, I found a dent and really bad touch up point on the front right fender. It is not noticeable if you are BLIND.
Seventh, the panel gaps between left headlight to the hood and right headlight to the hood are noticeably different.
With all that being said, even it’s a relatively new and low mileage car, it has been trough a harsh ownership, and it seems like Carvana did NOT really complete their “multipoint inspection” LMFAO. My suggestion. If you DON’T give a damn about your new car and just wanna drive off like a tool from point A to point B, bring a mechanic with you to make sure it’s in good mechanical condition, if you’re a car lover or enthusiast, don’t waste your time, or at least take two hours to go over the car yourself.
6 years ago Edited September 14, 2021
Phi Nguyen Jenison, MI
Signed an agreement to purchase a 16K dollars vehicle from Carvana and got the notification that the car is delayed the day before it supposed to arrive. Chat with Carvana if they could compensate me for a rental car since I have to drive far for a job this weekend. They replied that delays are uncommon but no they will not help and the best option I have is change vehicle if I want....Offered no other solutions.
I am sorry but I expect more from a multi-billion dollar company and especially when I have an agreement to spend 16K+ dollars with that company. I am currently working for a multi-billion dollar company and this is definitely not how you treat customers.
6 years ago
Danielle Casco, ME
I bought a car the week before Christmas it’s February 11th and I’m currently still waiting on my registration. How’d they make this right? Oh they rented me a sedan without all wheel drive, when I bought a SUV with all wheel drive because I live in Maine. There have been multiple snow storms this week so I’ve been in a vehicle that doesn’t make me feel safe and have had to dig my rental car out of my driveway and drive down to the enterprise location to dig out my SUV there multiple times so that when I can FINALLY drive my car it won’t be iced in by a couple feet of snow. Hands down the most stressful car buying experience of my life . I’ve called multiple times to remedy this issue and haven’t received call backs with the exception of one woman who did at least have the courtesy to follow through with a call back.
6 years ago
Swm Waynesville, NC
1st car I got was beautiful, but was loaded with electrical problems, so they let me exchange it no questions asked, I was very disappointed because that was the car I really wanted, but I found another one, it too was awesome looking but upon driving it I felt the transmission struggling and almost left me stranded, I thought these cars were looked at by ase certified mechanics and 150 point inspections done, I promise whoever looked at the 2 cars I tried to buy A: didn’t do their job or B: not qualified as carvana says, or even a combination of both, I am very dissatisfied with carvana and I feel as if they tried to purposely sell me junk,so now I’m without a car , hours of my time lost, and complete distrust for carvana. I Do Not recommend carvana in any capacity for purchasing a vehicle, they didn’t even offer an apology or resolve
Shame on you, I will tell everyone about this experience as often as I can, I would have left zero stars if it would let me
6 years ago
michelle victor Buffalo, NY
Car was delivered with multiple interior/exterior scratches then mentioned when i bought the car. ALSO the vehicle came delivered with a crack bumper.. that wasn't stated in the vehicle description. I contacted carvana several times. The warranty sucks. I called Silver rock Warranty and carvana many times. I've been back in forth with them for at least a month now. My bumper was supposed to get fixed. I called the repair facility and silver rock both are clueless on what to do. So looks like my bumper won't be getting fixed cause its been more than a month. im supposed to be waiting for a call back .. for them to approve it and send the money over but they're both on different pages. I did my part by getting the estimate and carvana told me that the repair shop and silver rock will do the rest. False. It's been a complete crap show between both companies.
6 years ago
Dan Mannix Plattsburgh, NY
Carvana is a scam. Service stinks. They are used car salespeople with an app. They say anything and you never deal with one person. Story is always changing. They change the rules as you move through the purchase. They only deliver to certain places and will not keep up what they advertise if you live outside areas which cost too much in time and gas to reach. They will not tell you this. I am reporting them to the Better Business Bureau and the NYS Attorney General for false advertising which cost me time and money. I am canceling my purchasing after everything was confirmed, because they do not want to deliver the car. Hope this doesn't happen to you.
6 years ago
No_Carvana Church Hill, MD
Never again! I found and ordered a vehicle prior to Christmas, which was scheduled for delivery on 12/27. Shortly prior to the 27th, I was notified that there had been a delay, and the delivery wasn’t possible until 1/2, a week later. It is now 1/2, and I receive notification hours prior to delivery that again there is a delay, and I have been re-scheduled for 1/4 at 6pm. It will be pitch-black dark at 6pm.
So now TWICE have I changed my schedule for a delivery that doesn’t seem that this company intends to make. I can assure you that they set up financing with no delay so they get their money.
A call to customer service revealed that the vehicle is scheduled to leave their facility at 5pm—it was supposed to be delivered to me at 4pm—how does that work?
Buyer beware! If you want an actual vehicle, instead of pictures of one, I suggest you go elsewhere.
6 years ago
RS
I had a few minutes to see the ABUNDANCE of positive reviews on the site, and honestly am finding all these 5 star ratings "Too good" to be true. Its almost apparent they are fake, and paid for.
My car arrives after 14 days of "Shipping". (In October) With two flat tires. Just dropped off, no delivery whatsoever. Since it too such a long time to ship, my 7 day test drive had expired. After informing the staff several times about this issue, no one corrected the 7 day timeframe to my knowledge, nor offered to correct the two flat tires I sent pictures of.
Then, withheld my temporary plates for 14 days, (which would not allow any testdrive of the car whatsoever) because they "Lost my paperwork". After re-submitting the paperwork at least 3 times, they finally released my temporary plates so I could test drive, only to then refuse any repairs to the car.
I was able to drive the car for two weeks, until those temporary plates ran out---Only to be told I would need to just wait on the actual plates to arrive. WELL----It has been 4 months! 4 months of constant phone calls, chats, and constant request to expedite this.
Carvana graciously offered to reserve me a rental car at a location over 4 hours away! (After requesting them to relocate reservation, I was denied) After arriving to the rental car location, they didnt have my reservation information from carvana properly, and would not supply a car. So I drove home---another 4 hours with no car.
They then offered $250---as I have been out a car I paid for for over 4 months.
6 years ago
Jack Launius Northridge, CA
I had a truck that was supposed to be delivered today (Friday) at 11:30. It didn't pass smog, the back up camera didn't work, they didn't have a key for the rear cover. I jumped through hoops getting them what they needed and in return, I was on hold for hours. I was supposed to be delivering Christmas packages for needy families tonight and tomorrow with my newly acquired used truck. Instead I had to get a rental to play Santa Clause. They did get me a rental at the lowest rate they could so instead of making 1 trip I will make 5-6. No one seemed to care at all if I did or didn't get the truck today or for that matter anytime soon. I am very disappointed with the whole experience. I would NOT recommend Carvana to anyone. It has been a huge disappointment.
6 years ago
Bill Hampstead, NC
Where do I begin...first off the vehicle was not available when said due to presumably a repair needed due to an in house problem. After multiple inquiries, it was said the bed of the truck needed to be replaced and it would be available at X date. Once vehicle received and I asked about the bed replacement, I was told they have no record of such a repair...I negotiated that the shipping would be 150 dollars off but that it would be credited after the 7 day acceptance period once receiving the vehicle. I asked for email confirmation of this and received it but when I went back to search for the mail it was nowhere to be found??? Needless to say, it has been 6 months with no check yet in the mail. Then...I was told the vehicle was serviced... with putting less than 1K miles on it, I changed the oil and it was very apparent from the looks of the oil that it had not been changed in the allotted service time much less within the last thousand miles. So thanks Carvana, I learned a very good lessen- stay away from your business!!!!!
6 years ago
Alesia Razumova Mansfield, MA
bought a 2017 Alfa Romeo off Carvana and got a text message before delivery day saying the car is delayed. It was delayed a Week and then when I called Carvana they said the truck broke down. I had to wait a week and the night before the delivery again I got a text message saying car is delayed again and they will call me in 24 hours. It was delayed another 4 days because of another truck breakdown. I was so disappointed with the service that I ended up returning the car and when I called in to see what options I have the Carvana lady told me that I can cancel it. They don’t appreciate your bussiness. Very Dissatisfied. I will never buy a car from them
6 years ago
Raymond Chandler, AZ
Carvana just does not tell the truth! They tell you they only sell "accident free" vehicles. This just is not the case. I bought a luxury car from them a little over a year ago. I had the car a little more than 2 months and it was in the dealership service center than my garage. I finally decided, I had bought a lemon and called Carvana just to see what they would tell me. At first they pulled an "updated" carfax that showed I was in an accident with the car. I have not been in an accident in over 25 years. It turns out the previous owner was and they bought the car from that person and before doing their do diligence to verify it was "accident free" they sold it to me. Circumstances forced me to give them the car back and buy a different car from them since they no longer had my trade in. I ended up taking on an extra 10k in debt because I had on real other choice. I would have sued Carvana but I have in a cancer battle and simply needed a car at the time. DO NOT USE CARVANA
6 years ago
John Arlington, VA
Two bad vehicles in a row. First was a 2017 Civic which looked like a dog vomited all over the cabin when it was delivered. Declined receipt.
Second was a 2016 Mini Cooper. Different vehicle arrived than what was advertised. We were desperate for a vehicle at this point, so the company offered to replace severely sun-damaged lights, grill, and replace a malfunctioning drivers' side seat heater. Partially reimbursed for the rental car after weeks from filing a claim (Silverrock insurance is a joke). Then discovered the car wasn't serviced prior to delivery and we incurred an additional $250 for fluids flush and replacement. This was verified by the car diagnostics. After a month, we still don't have our permanent registration and the temp tags expired two weeks ago. In total, we've spent more than 15 hours on the phone with the company's reps.
6 years ago
Abby Arlington, VA
Don’t waste your time here
Be aware! Terrible customer service and executive team Lisa, I would not reccommend Carvana to anyone. Unprofessional staff. My car delayed twice. The car that I recieved was so dirty. 150 point inspection? I don't think so.
Waiting for my register for 2 months and I sent a loan check to them but they never deposit it, untill it expired.
Two months later they ask me to go get another check I have to went through a lot of troubles to apply for another loan. The executive team Lisa which is the highest level, she said, It is what it is, we want your money, there is nothing that she can do. Really? Carvana?
At this point, as a customer I feel really disappointed, it's not event my fault and I feel that they under value the customer and they don't really care how you feel. DO NOT BUY THE CAR FROM CARVANA
The only thing that I like is the technology vending machine it was nice experince but not worth the time.
6 years ago
Jay Fairburn, GA
Went on carvanna looking for a car. Found a dodge charger low miles looked real good. The process was simple the operator's were quick and helpful.. set a date to pick vehicle up took the day off work getting all prepared to get ny new vehicle. The pick up time was to be at 11am i get a call the night before and was told i couldn't pick up the care over registration reasons and i couldn't get a answer til monday since it was Friday and i guess they closed on weekends whoever was to help with my situation. No big deal. So i get a email sunday saying the car will be ready Monday at 5pm resign the contracts take the day off work again only to be told the same thing but this time they said it will be a week and half or longer to resolve the situation. So i just said I'm good I'll get a car the old fashion way...
6 years ago
